Oct 5, 2021

4 min

Top 10 Customer Success Takeaways from SaaStr Annual 2021


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Last week we had the much anticipated opportunity to sponsor, attend, and speak at the in-person 2021 SaaStr Annual conference. SaaStr Annual is always a time to look forward to as it’s a chance to join our peers in SaaS, to learn from the best in the business, to avoid big mistakes, to strengthen ties, to do better – so we can all achieve the impossible.

This year we joined 5,000 Cloud and SaaS Founders, VC and Execs in the SF Bay Area for three action-packed days of high-quality networking, learning from those who’ve done it, and of course happy hours and plenty of fun. Speaking of fun…

Did you see our Churn Monster themed claw machine we had in the ChurnZero booth?? It was a big hit!

Another one of our favorite moments was our Founder, You Mon Tsang’s well attended session on the “Top Customer Metrics For Your Board and Investors and How to Nail Them with ChurnZero’s CEO.”
saastr annual 2021 - churnzero

We are happy to say it was a great event all around. No worries if you weren’t able to attend  (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here.

1.) Are your compensation plans setting your business up for longer-term success or subscription contraction?

2.) Customer Success begins in Sales and needs to be part of your funnel.

3.) You’ll know you’ve found your product-market-fit when strangers start becoming paying customers.

4.) Your internally used application vendors need to be just as serious about customer data security as you are.

5.) Customers are your key to product success.

6.) Customers’ actions speak louder than their words.

7.) You need to focus on the user experience to upgrade free-trial users to paying customers.

8.) Unit economics can become your most powerful weapon to rapidly scale your customer base.

9.) Would you want your friends to go through your organization’s customer experience?

10.) Customer trust can be your biggest competitive differentiator.

The ChurnZero team looks forward to seeing you all again next year!


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